If you feel, for whatever reason, that you have not received the level of service you deserve, you have the right to lodge a complaint.  This page will lay out the format and procedure for any complaints.

The First Stage

Your first port of call is to make your complaint known with the Solicitor dealing with your matter.  If that Solicitor is unable to resolve your complaint to your satisfaction, then the second port of call is to make a formal complaint to the Senior Partner of the firm, Peter Vialls.  This may be in the form of a telephone call, email or letter.  You can telephone him on 01480 219229 or write to him at the firm's address.  We have a formal, documented complaints procedure in place which details how we handle complaints, which is available at our offices.

The Second Stage

If the Senior Partner is not able to resolve your complaint to your satisfaction, then you are entitled to lodge a complaint with the Legal Ombudsman.  The relevant information is printed in the Terms and Conditions that would have been posted to Clients at the commencement of any matter, you can contact the Legal Ombudsman at the address, The Legal Ombudsman, P. O. Box 15870, Birmingham B30 9EB, on telephone number 0300 555 0333, or on the email address, enquiries@legalombudsman.org.uk to consider your complaint. 

It may be the case that the Legal Ombudsman will not entertain your complaint unless you have already attempted to resolve the issue by following the first two steps set out above.   You can also download a complaints form from the Legal Ombudsman’s website, which is www.legaombusdsman.org.uk.  Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us regarding your complaint, and you feel that it still has not been resolved.